An examination of the level of satisfaction of businesses with mobile phone services: An application for smes in Trabzon

Today, technology is used in every environment for the continuity of business processes, and there is almost no environment where technology does not exist. Mobile telephony services are also a service that is used extensively in technology and is used by every segment in the society. While looking at the evolution of mobile telephony over the last 25 years, it is seen that services have been spreading for different purposes and mobile communication was initially only as voice service. Telecom companies which are aware of this situation, need to take a customer-focused approach in order to stay mobile, expand their market share and provide long-term competitive advantages among their competitors and in the market. Therefore, to be customer oriented also means customer satisfaction. In this study, the level of satisfaction of mobile phone services of Trabzon SMEs will be examined. In this context, it is aimed to determine the effects of price, customer service, sales representative and coverage factors on customer satisfaction determined within the scope of mobile telephone services. In the literature search for this purpose, there was no study investigating the factors that affect the level of satisfaction of firms using mobile phone services at the corporate level. Therefore, the mobile phone service factors included in the research model were formed by including the work that is partly related to the research. The questionnaire was applied on 167 enterprises using mobile telephony services at corporate level in Trabzon. The validity of the scales used in the research was tested with Cronbach Alpha coefficient and their reliability with Factor test methods. Research hypotheses, the effects of the independent variables of the study on dependent variables were tested by regression analysis. As a result of the research, it has been determined that the mobile phone services such as price, customer service, sales representatives and coverage variables have significant effects on customer satisfaction. Keywords: Service, Mobile Telephony Services, SME, Customer Satisfaction, Regression Analysis.